1st Line Support Engineer

TNEI; Manchester; Hybrid; GBP 25,000 - 35,000; Full time

Job description

TNEI is a specialist consultancy in the energy sector. We help our clients respond to the complex challenges of integrating low-carbon technology into our everyday lives.

1st Line Support Engineer

STATUS: Full Time (37.5 hours per week), Permanent
SALARY: Competitive and based on experience and qualifications.
LOCATION: Manchester, Newcastle or Glasgow
Duties and responsibilities will include:

• Oversee the IT HelpDesk to ensure timely resolution of support requests, prioritizing tasks and meeting SLAs, while providing technical assistance via phone, email, and ticketing systems.
• Diagnose and resolve hardware/software issues on desktops, laptops, mobile devices, and provide basic network support, including connectivity and printer setups.
• Assist with password resets, account unlocks, and basic Active Directory tasks, escalating complex issues to senior support members when needed.
• Manage IT equipment and software procurement, ensuring cost efficiency, compliance, and security; maintain inventory and manage asset lifecycles.
• Update documentation, create user training materials, and lead workshops to improve IT tool proficiency, while contributing to the ongoing improvement of IT support processes.

REQUIREMENTS
Essential requirements include:

• Bachelor's degree in Computer Science, IT, or related field (or equivalent experience), with 2-3 years prior experience in 1st Line Support or similar roles.
• Strong knowledge of Windows and macOS operating systems, along with familiarity with Microsoft Office 365 and other common software applications.
• Basic understanding of networking principles, including TCP/IP, DNS, and DHCP.
• Excellent analytical, troubleshooting, and communication skills, both written and verbal.
• Customer-focused, committed to providing high-quality support, with the ability to work independently or collaboratively within a team.

Desirable requirements:

• Experience with IT Service Management tools.
• Basic knowledge of Active Directory and Exchange.
• Experience with remote support tools.
• Certifications such as CompTIA Network+ or equivalent.
• ITIL Foundation certification or similar is a plus.

THE POSITION
We are looking for a full-time 1st Line IT Support Engineer to join our team. In this role, you will be the first point of contact for technical support, addressing hardware and software issues, troubleshooting, and resolving user problems on Windows and macOS systems. You will also assist with basic networking and software applications, ensuring quick and efficient resolution within Service Level Agreements (SLAs). Additionally, you will be responsible for managing IT asset lifecycles, including procurement and vendor management. The ideal candidate will have strong problem-solving skills, excellent communication abilities, and a commitment to delivering high-quality support while ensuring efficient management of IT resources.
Why should you apply?

• Join a world class team in a rapidly growing industry
• Have a hands-on opportunity to make a real difference in a small company
• Excellent professional and personal development opportunities
• Professional membership fees
• Discretionary annual performance-based bonus
• Company contributory pension scheme
• Private medical, death in service, permanent health insurance and employee assistance programme
• Flexible hybrid working policy
• 25 days annual leave
• Additional day off on your birthday!

How to apply
Please apply using the 'Apply Now' form on the Careers Page on our website, and upload your CV and covering letter, demonstrating why you are suitable for the role and any previous experience.
Closing date for applications: 10th April 2025
Equality, diversity and inclusion
TNEI promotes equality, diversity and inclusion in a space where all are respected.